alanabenny

Built Excel dashboards and MIS reports tracking operational metrics for stakeholder performance reviews. Wrote SQL queries to extract datasets, supporting reporting accuracy and trend analysis. Analyzed operational data to identify patterns, helping stakeholders review performance and process gaps. Prepared structured reports for recurring business reviews, improving visibility into key operational metrics.

Managed high-volume client interactions across phone, email, and chat as a first contact for customer needs. Maintained Salesforce CRM records with interaction history, next steps, and escalation notes after each engagement. Handled sensitive client cases professionally, coordinating escalations to protect customer experience and response quality. Communicated next steps clearly across digital channels, supporting customer guidance, issue resolution, and follow-up.

Supported process documentation and operational reporting, maintaining accurate records for daily workflow visibility. Coordinated data entry and reporting tasks, improving consistency across operational records. Assisted day-to-day operational coordination, supporting documentation, tracking, and internal communication workflows.